In May we called to request our account be removed from the Autopay service which debits our bank account automatically each month, because we closed that account and switched to a different bank. We paid for the bill due in May with a check from our new bank account. I received a letter dated June 24 stating our automated payment for June was rejected. We've been charged $25. We called 7/1 and spoke with Ruel #8728 to find out why we are being charged this fee. Ruel says we never asked to be removed from Automatic payments. They checked their records and show we made the call to them in May but they're insisting it was a call for some other reason. This is incorrect. They said we should have received some type of confirmation # when we canceled Autopay but we didn't. They said we should have canceled Autopay online but that is absurd, since the website says Autopay must be canceled with a phone call. We called 7/2 again trying to get a resolution. Not only were they denying credit for this erroneous charge, but we were told if they didn't receive payment for June, the $25 fee and the payment for July (not due for 3 weeks) they would be shutting off our gas the end of business that same day. We ended up paying even more to send it by Western Union.
0 comments